Monitoring and Evaluation Officer Myanmar Hpa An

Position:                                         M&E Officer/Complaints and Feedback Mechanism (CFM)

Reports to:                                     Area M&E Team Leader

Supervision of:                               None

Category and Level:                      Grade 5 Step 1

Duty station:                                  SE Area Office (Hpa-an)

Travel:                                             30%

Duration and type of contract: One Year contract (12 months) Up to December 2021

All NRC employees are expected to work in accordance with the organisation’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our actions and relationships. The vacancy announcement describes that employment with NRC may lead to employment in or deployment to Regions, Countries, Areas or Offices that may be host to considerable health, safety and security Risks.

1. Role and responsibilities

The following is a brief description of the role.

The Community Complaints and Feedback Mechanism Officer is responsible for managing a Complaints and Feedback Mechanism (CFM) providing community feedback on NRC activities in Kayin state, Mon State, East Bago region and Thanintharyi region (80%)and conducting Monitoring and Evaluation activities as part of the M&E team (20%).

Generic responsibilities

These responsibilities shall be the same for all positions with the same title. The responsibilities shall be short and essential. Details belong in the Work- and Professional Development Plan.

1. Ensure adherence with NRC policies, guidelines and standards.
2. Ensure compliance with complaints and referrals handling strategy, tools, handbooks, guidelines and standards.
3. Technical responsibility for implementation and daily management of the complaint and feedback mechanism (CFM Community Hotline) and the referral system.
4. Provide specific technical support and capacity building on the complaint mechanisms, Community Hotline and the referral system towards project staff.
5. Prepare and develop status reports as required by management.
6. Ensure proper filing of documents.
7. Ensure that complaint mechanisms and referral system are accessible to target beneficiaries most in need, and explore and assess new and better ways to assist.
8. Assess, promote and share ideas for technical improvement and further development options of the complaint mechanisms, Community Hotline and the referral system.
9. Promote the rights of IDPs/returnees in line with the advocacy strategy.

Specific responsibilities

These responsibilities shall be adapted to the particularities of the job location and context, phase of operation, strategic focus and type of programme intervention. This section shall be revised whenever a new employee is hired or the context changes significantly.

Complaints and Feedback Mechanism (CFM)

• Assist the set-up or the upgrade of the complaint mechanisms within the geographical area of responsibility, in line with NRC Myanmar Complaint Mechanisms Standard Operating Procedures (SOPs) and related tools.
• Contribute to raising the knowledge of the complaint mechanisms in place among the Core Competency (CC) Teams in the area/field offices, as well as among implementing partners and/or contractors.
• Support the development of gender- and age-sensitive awareness materials on the complaint mechanisms in place.
• Raise the awareness on the complaint mechanisms in place among beneficiaries and target communities, as well as key external stakeholders.
• Be the area focal person for receiving complaints.
• Ensure proper and effective response to the complaints received, in compliance with relevant guiding principles and the established procedures.
• Monitor the accessibility, effectiveness and efficiency of the complaint mechanisms in place.
• Manage and maintain a referrals system to partner agencies and refer cases that need follow up outside of the NRC Core Competencies.
• Assist the development of procedures and tools for both internal and external referrals.
• Contribute to providing training and operational guidance on how to refer cases internally to one or more of the active programs at the area/field offices level, and oversee their effectiveness and efficiency.
• Be responsible for handling and following up the referral of cases externally to services available.
• Ensure that adequate referral pathways at the area/field offices level are operational and regularly updated to guarantee that beneficiaries are provided with timely and appropriate access to comprehensive assistance and care, especially when dealing with cases at high risk or extremely vulnerable.
• Ensure that all materials pertaining to complaints and external referrals are handled in strict confidence, and in line with applicable data protection and information sharing protocols.
• Ensure proper filing of all documents related to complaints and external referrals.
• Consult beneficiaries and target communities for feedback on the complaint mechanisms and the referral system in place, as well as for identifying emerging protection issues.
• Prepare periodic reports, and attend meetings as required.
• Maintain relations and collaborate with the Community Consultation and Referral Officers in the other area offices, as well as with relevant focal persons of other agencies or organisations at the area office level, so as to promote consistency, and benefit from lessons learned and best practices.
• Conduct routine analysis on complaint trends and share this information with the programs teams

Community Hotline Focal Point (CHFP)

• Answering the Community Hotline calls.

• Managing the Telerivet/Twilio Flex system and alerts of incoming calls.
• Passing the number of the caller and connecting them with a NRC staff member who will call them back to reduce costs and occupation of the phone line.
• Record the information to the centrally tracked database (Call Log) and updating the service mapping Template routine basic.
• Tracking and reporting number of weekly calls, referrals, and escalating issues with the AM or APM when needed.
• Investigate and facilitate introduction of new technology, methods and approaches in order to improve the quality of the complaint mechanisms, Community Hotline and the referral system in place.
• Specific technical responsibility for implementation, quality control, monitoring, documentation of the complaint mechanisms, Community Hotline and the referral.

• Ensuring referrals are completed within required timeframe, Following up on referrals (internal and external)

• CHFP Respond to complaints with information according to NRC Community Hotline SOP receives call, or busy on another call, check the phone call log and provides the proper information and  requested services via a call back – indicating the status for each case (e.g. completed, in process) in the Call Log Template.

• CHFP will speak a variety of languages so we can communicate effectively with beneficiaries.  For example, in the SE, on each roster there will be at least local language speaker available at all times.

Monitoring and Evaluation

• Working together with SE M&E team by conducting various monitoring activities and raising awareness session. Manage information for the M&E team as necessary, collaborate with the M&E Team in the area office.

Critical interfaces

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• M&E Team in the Area office and County Office
• Core Competency Teams Project Managers and Coordinator in the area/field offices
• Protection Team and protection specialist
• Area Manager and Area Program Manager
• Implementing partners and/or contractors
• Beneficiaries and target communities, as well as key external stakeholders

Scale and scope of position

Staff:

Self-Management

Stakeholders:

Community, UN Agencies, INGOs, local NGOs, Civil society, Governmental institutions

Budgets:

N/A

Information:

GORS, Intranet

Legal or compliance:

Term of Employment

2. Competencies

Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following three categories:

1. Professional competencies

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies for this position:

• Experience from working directly with affected/local communities within an international or local organization in a humanitarian/recovery context.
• Previous experience from working in complex and volatile contexts.
• Previous experience in handling complaints and/or referrals is desirable but not essential.
• Basic knowledge and understanding of international standards, and protection fundamental concepts and guiding principles, is desirable but not essential.
• Ability to transfer knowledge to diverse audiences through training, mentoring, and other formal and non-formal methods.
• Ability to analyse and integrate information from a wide range of sources.
• Mastery of IT tools (MS Office package, internet, e-mail, etc.).
• Good working knowledge of English, both written and verbal.

Context/specific skills, knowledge and experience:

• Knowledge of the context in the geographical area of responsibility is desirable but not essential
• Strong information management skills (demonstrated familiarity with information management software)
• Strong community engagement/customer service skills
• Knowledge and Understanding of the local languages is highly desirable

2. Behavioural competencies

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, the following are essential for this position:

• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect
• Handling insecure environments

3. Performance Management

The employee will be accountable for the responsibilities and the competencies, in accordance with the NRC Performance Management Manual. The following documents will be used for performance reviews:

• The Job Description
• The Work and Development Plan
• The Mid-term/End-of-trial Period Performance Review Template
• The End-term Performance Review Template
• The NRC Competency Framework